Payment but no service

3 weeks ago I phoned to enquiry about suspending my account due to me traveling, I was advised to phone the day before the debit order was due which I did. After speaking to the lady in the call centre and asking and repeating multiple times that no debit order would go through, surprise it did. Even though I asked for an email confirming everything (never received) I now have to phone your acc office to have the payment reversed or I have to go to the bank even though this was not my error then I have to wait 14 days for the money that shouldn't have been taken! Your mistake, my inconvenience!